Work Orders Triaged: 239 – The Help Desk triages incoming Computer work requests.
Phone Calls: 700
Voicemail Messages: 4
Email to Help Desk: 456 – Email sent to firstname.lastname@example.org *Starting in April 2016 all email sent to email@example.com is automatically turned into a DTS work ticket.
Email to Personal Accounts: 4 – Email sent to our named personal accounts. We request that all email be sent to firstname.lastname@example.org. This account is monitored and prioritized by all of us. Personal account are not monitored during absences.
Resolution of incoming calls and messages.
Non-Ticket: Starting in April 2016 all email sent to email@example.com is automatically turned into a DTS work ticket. General communication email received by the Help Desk account is marked as Non-Ticket.
Phone Queue Activity
Calls Abandoned by Caller Before Answer (8.6%) – This is the people that call but hang up when the Help Desk do not answer within the time they have available.
On Hold – how long on average a caller waits to talk to us. (6.17% of total call time)
Average Customer Survey Score: 4.74 / 5.00
Surveys Completed: 34